Managed Services Governance Consultant / MSP

Position : Managed Services Governance Consultant
Location : Chicago IL
Need to be onsite once a week at Chicago, IL
Direct Client Requirement

Role: The Managed Services Governance Consultant is responsible for leading and managing the relationships between an organization and its suppliers, contractors, and other external service providers. This role ensures that service delivery meets the organization's standards and delivers the services as per the contractual terms and fosters continuous improvement within the service delivery teams.

Key Responsibilities:
Relationship Management:
Act as the primary point of contact between the organization and managed service providers (MSPs).
Work with MSPs and CLIENT'S stakeholders to address escalations and manage the resolution process.
Develop and implement improvement plans for service delivery.
Review content before governance meetings and facilitate monthly or quarterly governance meetings as a back-up.
Establish and maintain governance frameworks for managed services.
Build and maintain strong relationships with EPIC Leaders to understand their needs and ensure satisfaction.
Transform Managed Services Vendors management function by collaborating with internal Managed Services Leadership, GPO, finance, and Legal.
Foster a culture of continuous improvement within the service delivery teams.
Lead and mentor managed services partner resources to ensure they meet performance expectations.

Contract Management:
Lead contract-related communication with managed services partners, responding to queries and appropriately escalating issues and conflicts.
Conduct audits to ensure MSPs adhere to and report deliverables and obligations as per the contract.
Collaborate with VMO to negotiate contracts or work order pricing with managed services partners to ensure value for money.
Review draft work orders to ensure requirements and SLAs are properly drafted.
Support internal and external audits.

Performance Management:
Lead in collecting, calculating, and assessing the impact of Service Level Agreements on the CLIENT'S team on a monthly or quarterly basis.
Lead the Project Satisfaction monthly survey, requiring timely and daily communication with participants, calculation of survey results, and analysis of feedback from stakeholders.
Provide support to Service Delivery Managers within the Enterprise Information Technology, Information Security, and EPMO teams by leading the Procurement Engagement Process (PER) for work related to the Managed Service Contract and other relevant work procured from strategic partners supported by the Managed Services Excellence Team (MSE).
Review Service Level Agreement values in accordance with the Managed Services MSA (Master Service Agreement) and adjust with senior leadership alignment as needed.

Financial Management:
Collaborate with the internal Procurement Team to ensure POs for PERs are entered in PeopleSoft with corresponding transactional information such as general ledger accounts, Responsibility Centers (RCs), and project codes.
Monitor the total PO funds for the Enterprise Information Technology (EIT) and Information Security (InfoSec) MSE Portfolio against invoices paid to ensure CLIENT'S operates within the permitted charges detailed in the fully executed work orders.

Project Management:
Oversee the transition and implementation of MSPs software tools and manage transformation projects within the organization.
Develop comprehensive project plans outlining scope, goals, deliverables, required resources, and timelines.
Monitor and report on project progress, taking corrective actions by partnering with stakeholders as necessary to ensure successful completion.
Identify potential risks and develop mitigation strategies to ensure project success, including conducting risk assessments and implementing contingency plans.
Engage with stakeholders at all levels to ensure their needs are met and expectations are managed through regular communication, reporting, and managing any issues or concerns.

Qualifications:
Bachelor's degree in a related field (e.g., Computer Science, Business Administration, Information Technology) is required.
A project management certification (e.g., PMP, PRINCE2) is highly desirable.
5 years of experience with contracts, healthcare, or insurance.
Experience dealing with IT Services contracts that span Application Development, Maintenance, and Infrastructure.
Technical Knowledge: Understanding of software development and implementation processes. Familiarity with various software tools and platforms, and the ability to quickly learn new technologies.
Skills: Strong leadership, communication, and organizational skills. Ability to manage multiple projects simultaneously and work under pressure. Proficiency in project management software and tools.
Familiarity with IT Services contract types including outcome based, managed services, time and materials, Agile, core-flex, etc.
Contract support or contract interpretation experience